Lighthouse Works is a social enterprise non-profit organization providing employment and career opportunities for the advancement of people who are visually impaired.  Lighthouse Works is a subsidiary of Lighthouse Central Florida and is affiliated with the National Industries for the Blind (NIB) - the nation's largest employment resource for people who are blind. Our mission:  Empowerment through Employment".

Lighthouse Works has opportunities to join our team as an onsite or remote Customer Care Professional (Call Center Agents).  

Basic Function:   Responsible for providing first class customer service and ensures that all necessary data is completed properly, accurately, and thoroughly.  Provides customer satisfaction to both internal and external customers and strives to continuously improve service delivery.  Abide by our Core Values:  Servant Leadership, Inclusion, Collaboration, Empowerment and Excellence.

Essential Job Requirements:

• Answer the telephone in a courteous and professional manner responding to calls, emails, etc. using customer-oriented etiquette.
• Identify customer's needs, clarify information, research every issue and provide solutions.
• Handle and resolve customer questions and issues. Escalate to next level if needed.
• Maintain and record proper and accurate documentation of all activities
• Maintain monthly performance expectations such as: Average Calls Answered, Average Talk Time, Customer Satisfaction scores; and any other phone metric requirements
• Adhere to company and department policies and procedures.
• Minimize call avoidance, disconnects, not ready and away from desk statuses.
• Maintain customer confidentiality at all times in accordance with regulations
• Treat customers and staff with courtesy, sensitivity and respect
• Arrive to work on time, including from breaks, and be ready to work your schedule
• Adhere to the Lighthouse Works dress code and maintain a professional and hygienic appearance
• Attend required meetings and participate on committees as requested
• Perform other duties as assigned

Demonstrated Knowledge and Skills:             

• Ability to maintain an atmosphere conducive to customer friendly relations by providing memorable, courteous, friendly and prompt customer service
• Bilingual (English/Spanish) communications skills helpful
• Ability to show courtesy and respect to all customers
• Ability to be a team player
• Ability to multiple task in a fast paced environment
• Ability to identify problem issues and determine the appropriate course of action/redirection within department guidelines required to resolve issues
• Ability to resolve issues of conflict in a tactful and professional manner and to effectively diffuse irate callers
• Ability to type 35 words per minute (WPM) and have some knowledge of Microsoft applications

Requirements:

• Must pass Level II background check
• Ability to work flexible hours as needed
• Attend four to six weeks of training

Education

• High school diploma or equivalent required. Some business classes, vocational/technical training preferred

Experience:

•  Previous experience working in a call center environment preferred. Training time varies depending on contract.

It is the policy of Lighthouse Works, Inc. not to discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or because he or she is a protected veteran. It is also the policy of Lighthouse Works, Inc. to take affirmative action to employ and to advance in employment, all persons regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or protected veteran status, and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment.

If you are interested in applying for employment and need special assistance or accommodation to apply for a posted position, contact Human Resources via phone at 407-898-2483.